The Service Desk Analyst will serve as the first contact point within the Service Desk offering level one support to Sysco associates and internal customers via phone calls, email submissions, live chat support and managing non-critical single user escalation requests.  

 Responsibilities

• Addressing and resolving reported non-major incidents and requests; logging all incidents and requests in ServiceNow and reassigning tickets to other support groups where First Call Resolution is not possible 

• Successfully completing the required Corporate and Service Desk training objectives 

• Adhering to the Code of Conduct and Mission and Value statements 

• Being available for after-hours and on-call support as needed to maintain business continuity 

• Creating knowledge articles to promote customer self-service and improve First Call Resolution of requests and incidents within the Service Desk 

• Ensuring continuous growth in general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve incidents and requests on first contact 

• Meeting and exceeding all defined performance metrics on a consistent basis which results in positive CSat and QA scorecards 

• Documenting all relative case information in ServiceNow to include troubleshooting steps, business/customer impact, and screenshots, if applicable 

• Taking responsibility for case ownership through the engagement of other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete 

• Analyzing and resolving incidents and requests regarding the use of application software or hardware 

• Creating a positive customer support experience and building strong relationships through deep problem understanding, ensuring timely resolution or escalation and handling customers with a consummately professional attitude 

REQUIREMENTS  

• Bachelor’s Degree in Information Technology, Information Systems, Business Administration, or related discipline OR equivalent combination of education and relevant work experience preferred. 4 years of college or equivalent experience a plus but not required 
• 1 years of experience in Service Desk Operations or IT Support environments.
• Schedule: Monday to Friday from 7:00 AM to 3:30 PM Costa Rica time (Schedule shifts 1 hour ahead during Daylight Savings Time: November – March.)
• Excellent communication skills in English (B2+ or higher) and ability to collaborate across functions and geographies.
• 4 years of college or equivalent experience a plus but not required 
• General knowledge of IT technologies, cloud architecture and supporting tools 

• Excellent written and verbal communication (with a focus on listening); Superior telephone etiquette 
• Exceptional customer support and interpersonal skills 
• Experience with ServiceNow ITSM usage and workflows 
• Proficient with Microsoft Office365 tools  
• Microsoft Certified Systems Engineer (MSCE) Certification a plus but not required 
• AWS certifications a plus but not required 
• IT Service Management (ITSMv3) or ITIL Certification preferred 

SKILLS

• Strong interpersonal skills including initiative, problem analysis, attention to detail and sound judgment when making decisions 

• Perform other duties as assigned 

• Can work remotely and maintain productivity without supervision 

• The ability to perform basic troubleshooting to identify a root cause and resolve the issue or reassign the ticket as needed 

• Professionalism and inclusiveness within a team environment while working with all levels 

• Extensive working knowledge of all hardware/software concepts, including all supported Microsoft and network management tools 

• The ability to communicate resolutions using business terminology 

• The aptitude to resolve technical issues and conduct system checks to ensure First Call Resolution 

• The ability to multi-task and open to assigned flexible hours and on-call rotation 

Benefits

•  This is a hybrid position based in Ultra Park II, Lagunilla (Heredia). On-site presence is required only when necessary, such as for meetings, trainings, or collaborative activities, in alignment with the company’s telework agreement, which currently requires employees to work on-site three (3) days per week)

• Private Medical Insurance

• Asociación Solidarista

• Life Insurance

• Personal Day Off 

Note: Only candidates with Costa Rican nationality or valid immigration status will be considered; applicants residing outside Costa Rica will not be considered, and relocation is not available